Director of Growth and Customer Operations

Job Description

Job Description

Description:

TR Miller Heating, Cooling, Plumbing and Electrical is a fast-growing company built on trust and integrity. We're more than a service provider – we're a team that genuinely cares about people. We are looking for an experienced Director of Growth & Customer Operations onsite at our Bolingbrook location who shares our commitment to customer satisfaction and views this opportunity not just as a job, but as a long-term career.

This is a newly created executive leadership role with tremendous opportunity for growth. The Director of Growth & Customer Operations will be responsible for building and optimizing our entire growth engine by aligning Marketing, Call Center, Inside Sales, and Customer Experience into one high-performing, data-driven organization. This leader will improve the entire customer journey -from lead generation through completed service - by developing systems, coaching leaders, and driving accountability across multiple departments.

This is not a traditional marketing or sales leadership position. Reporting directly to the President and serving as a member of the Executive Leadership Team, this role will play a critical part in shaping the company's growth strategy, driving operational excellence, and influencing key business decisions as TR Miller continues to scale. We're looking for a strategic operator with experience leading within a 500+ team member and/or $100M+ organization - someone who can bring proven systems, leadership, and operational excellence that will help elevate our organization as we continue to grow.

Responsibilities

• Lead and align the Marketing, Call Center, Inside Sales, and Customer Experience teams to drive profitable revenue growth and deliver an exceptional customer journey.
• Oversee and develop the leaders responsible for Marketing, Call Center, Inside Sales, and Customer Experience, fostering accountability, collaboration, and a culture of continuous improvement.
• Design and implement systems, dashboards, and KPI scorecards that provide visibility across the customer journey and drive measurable improvements in conversion, efficiency, customer satisfaction, and profitability.
• Own departmental budgets, performance metrics, and strategic planning across customer acquisition and customer operations to ensure sustainable, profitable growth.
• Drive organizational change by recommending and implementing technology, process improvements, organizational structure, and performance initiatives that improve business outcomes.
• Partner with the Executive Leadership Team to develop and execute strategic growth initiatives while continuously improving the customer experience and operational performance
• Own the end-to-end revenue funnel from lead generation through booked appointments, completed jobs, and customer retention, ensuring visibility, accountability, and continuous optimization across every stage
• Performs other strategic leadership responsibilities necessary to support company growth and operational excellence.

What Success Looks Like

• Success in this role will be measured by your ability to:
• Increase profitable revenue growth
• Improve lead-to-book conversion rates
• Improve revenue per opportunity
• Reduce customer acquisition costs (CAC)
• Increase membership growth and customer retention
• Improve Net Promoter Score (NPS), Google Reviews, and complaint resolution
• Create full visibility across the revenue funnel with KPI dashboards and reporting
• Develop high-performing department leaders who operate independently
• Build scalable systems and playbooks that support multi-location growth

Pay and Benefits

• Pay: $160,000 - $200,000 annually (based on experience) plus bonus (based on company and individual performance)
• Opportunity for executive leadership growth and advancement
• Weekly Pay checks
• Health Insurance
• Dental Insurance
• Vision Insurance
• Life Insurance
• Pet Insurance
• Met Law
• Short-Term and Long-Term Disability
• Employee Wellness
• Tuition Reimbursement
• 10 days of Paid Time Off (PTO) per year, plus an additional 5 days after reaching 5 years with TR Miller
• 7 paid holidays
• Regular company events and outings throughout the year
• President's Club – Annual all-expenses-paid trip for top performers + guest
• 401(k) plan with a company match
• A family. This is last on the list because it's the most important. We care about our team and expect you to bring that same care when you join. We do a lot more than just work together. You'll come to love our company outings and you'll build life-long friendships at TR Miller Heating, Cooling, Plumbing, and Electrical.

About Us

TR Miller Heating, Cooling, Plumbing, and Electrical has been serving Plainfield and the surrounding area since 2008. You've probably seen our trucks and our ads. What you don't know is what it's like to be part of a team like this. People often come to us looking for a job. They stay with us because they find a fulfilling career, room to grow, and opportunities to excel.

If you want to be part of something bigger than just a job – make this career move and find exactly what you're looking for. You will work in a place where you will be appreciated by your team and customers, and where your work has a direct effect on the success of the company. If this sounds like you, spend a little time learning about TR Miller Heating, Cooling, Plumbing, and Electrical by visiting TRMillerHeatingandCooling.com. When you're ready, please follow the directions to apply for this position.

• Proudly recognized on the Inc. 5000 list for the 6th year in a row – TR Miller continues to grow as one of North America's fastest-growing private companies, thanks to a relentless team spirit and unwavering drive for excellence.
• Recognized as Chicago Tribune's Top Workplace of 2025.
• Company Events & Team Culture: From casino nights and bowling outings to fall festivals, baseball games, and tubing trips, we make sure our team has fun together outside of work.
• President's Club: Top performers earn an all-expenses-paid trip for themselves and a guest, including flights, accommodations, and spending money. Destinations have included Nashville and Las Vegas, with our next trip set for Cancun, Mexico!

Requirements:

• 10+ years of progressive leadership experience, including responsibility for multiple business functions, customer operations, revenue growth, or organizational strategy
• Proven experience leading multiple departments or cross-functional teams within a growing organization
• Experience managing departmental budgets, strategic planning, and organizational performance
• Demonstrated success leading organizational change through technology implementation, process improvement, and operational transformation.
• Proven ability to influence executive-level decision making and lead cross-functional initiatives
• Demonstrated success improving business performance through systems, process improvement, and KPI-driven decision making
• Strong financial and analytical acumen with experience managing dashboards, metrics, and operational performance
• Proven ability to coach, develop, and hold leaders accountable while building high-performing teams
• Experience within a multi-location home service company, service organization, private equity-backed business, or similar fast-paced environment preferred
• Experience with P&L management and strategic planning preferred
• Exceptional communication, collaboration, and change management skills
• Master’s in Business or a related field preferred
• Must be able to remain in a stationary position (seated) for prolonged periods
• Frequent use of computer, keyboard, and telephone headset
• Everyone is required to submit a pre-employment background check prior to start date.

TR Miller is an equal opportunity employer and is committed to providing reasonable accommodation to qualified individuals with disabilities so that they can perform the essential job functions unless doing so would impose an undue hardship on the operation of the business.